How to speed up Oracle MOS SR resolution – OnePager

Below is a quick summary (OnePager) of the most valuable tips and best practices in order to speed up an Oracle Support (MOS) Service Request (SR) resolution:

Speed up SR creation using:
– Use OCM and System/Target list -> Right Click on a target -> Create SR button (best method for initial SR)
– “Create SR Like Selected SR” (best method in case a similar SR for the same target exists already)
– Using SR Profiles (as alternative in case both above methods are not available/appropriate)

Provide proper SR description and problem type including all relevant logs, traces, screenshots, etc. right at the beginning

Open SR with Severity 2 as minimum (in case you want the SR resolution will move during the day)

Ensure the Oracle Support engineer is in similar time zone (unless it’s 24×7 SR), otherwise request SR reassignment